Page 125 - Receptionist

How:
1. Every time a phone shopper calls, follow “Phone Shoppers”
procedure EXACTLY AS WRITTEN.
a. Found on Staff Shares  Procedures Manual (date) 
Policies and Procedure  Receptionists  19000
Receptionists
2. Make sure to get the potential client’s name and phone number
IMMEDIATELY, in case you get disconnected.
3. In addition, record the following information on the log sheet:
a. Date
b. Source (IMPORTANT - where they FIRST heard about us)
c. Reason for Inquiry
d. Result of call - Booked? Call Back?
e. Staff Initials
4. All receptionists must turn in the marketing reaches sheets to lead
receptionist message box in pharmacy at the end of each day. See
the reception PM checklists. and
5. Lead Receptionists will turn the completed weekly marketing
reaches sheets to director of administration message box in
pharmacy on Monday evenings by 8 PM
a. See “Marketing Reaches” procedure under lead receptionist
b. See weekly checklist for lead receptionist
c. The numbers will be summarized for each receptionist and
for the entire week.
d. We have a goal of maintaining over 75% for Marketing
Reaches to New Clients

Drill/Quiz for Marketing Reaches for Receptionists:
1. Why do we have this procedure? What would happen if did not do it?
2. How does this procedure ultimately make things better SPECIFICALLY FOR YOU?
3. What is our goal for the percentage of the marketing reaches we expect to book.
4. Show the marketing reaches log to your trainer. Go get it.
5. Role play with your trainer pretending a potential client just called. Record a pretend log and
what happened with the call. Role play one that books and one that does not. Scratch out both
lines and write “practice” next to the scratched out line so we don’t record it on the next week’s
stats.
6. Put the marketing reach log back
7. Get a pass and sign off when your trainer is confident you can do this and want to….and that you
will do it accurately, even if several potential clients in a row don’t book and appointment. We
want the real numbers, not numbers that look good. We can always make changes to improve
them if there are reasons potential clients don’t book. Look at the “Phone Shopper” procedure.
Booking appointments is the MOST IMPORTANT part of receptionists jobs!

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